This Refund Policy applies to all QT at Home purchases.
QT Hotels and Resorts Pty Ltd trading as QT at Home (QT at Home) will provide refunds and exchanges in accordance with all applicable laws including the Australian Consumer Law and on the terms set out in this Refund Policy. This Refund Policy does not exclude, restrict or modify your rights including under the Australian Consumer Law that cannot be excluded, restricted or modified, and any benefits provided under this Refund Policy are in addition to your rights under the Australian Consumer Law.
Ordinarily, where you are entitled to receive a refund or exchange under the Australian Consumer Law, you will be required to return the product to the supplier (unless the product cannot be returned without significant cost). However, due to the COVID-19 crisis and for health and safety reasons, where you are entitled to receive a refund or exchange, QT at Home may provide that remedy without the product needing to be returned to QT at Home, as set out in this Refund Policy.
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your order with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel your order and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
CHANGE OF MIND
Refunds, returns or exchanges are not permissible if you have simply changed your mind
RETURNS / REFUNDS / EXCHANGES – FAULTY, DAMAGED OR INCORRECT ITEMS
If there is a major problem with your QT at Home purchase, you will be entitled to a refund or exchange in the circumstances provided under the Australian Consumer Law. Examples of a major problem may include:
- being supplied with the incorrect food or beverage products;
- the food or beverage products being significantly different from their description;
- the products being damaged or soiled,
but does not include damage or missing items caused by you.
If the problem is minor, QT at Home may choose whether to provide you with a refund or exchange or otherwise a remedy to correct the problem (such as the provision of a missing item). In the case of exchanges for damaged items, QT at Home will provide a replacement of the same or substantially the same item as the originally ordered item, or if that is not possible, a refund.
COVID-19 – items not requiring return for exchange or refund
Where you are entitled to a refund or exchange under the Australian Consumer Law, given the COVID-19 crisis and for health and safety reasons, there are some products which QT at Home does not require customers to return to receive a refund or exchange. For the health of its staff, QT at Home requests that customer do not return:
- perishable/fresh food items
- QT at Home in-house pre-mixed cocktails which have not been manufacturer factory sealed; and
- any other opened beverages.
For unopened beverages with a manufacturer factory seal, where you are entitled to a refund or exchange of these items under the Australian Consumer Law, please contact us to discuss whether these items need to be physically returned to QT at Home, in order to process your refund or exchange.
Process for refunds or exchanges
If there is an issue with your purchase, to ensure a timely response by QT at Home, we recommend you contact us as soon as possible and within 24 hours of order pick up (or delivery). All requests for a refund or exchange must be made to the QT Restaurant at which you placed the order.
All requests for a refund or exchange must be accompanied by a receipt or other verifiable proof of purchase as well as details of the damaged or incorrect item (eg: photographs). Once your request, proof of purchase and supporting materials is received by us, verified and approved, we will advise you of the next steps and we also notify you of the outcome of your request and whether it is accepted.
Where your request is accepted:
- for products to be returned to QT at Home (currently only unopened beverages with a manufacturer factory seal), we will contact you to notify you that we have received your returned item and to advise of next steps.
- for exchanges, QT at Home will endeavour to process exchanges as soon as possible and in any event within a reasonable time. If any exchanges are not processed within 7 days or we anticipate any delays to that timing for any reason, we will notify you.
In the case of a refund, your refund will be processed, and a credit for the purchase price of the specific item will automatically be applied to your credit card or original method of payment, within 30 days.
Late or missing refunds (if applicable)
If you haven’t received an approved refund within 30 days, we recommend first checking your bank account again, and then contacting us.
Please note that there is often some processing time before your refund is officially posted by your bank or for it to appear on your credit card statement.
If you’ve checked your account and still have not received your refund, please contact us at the QT Restaurant at which you placed the order.
If the item you received was sent to you as a gift from a third party, the same provisions above apply to any returns, refunds and exchanges.
You are not entitled to a return, refund or exchange if you simply do not want the item.